Exabytes uses our best endeavours to ensure a 99.9% Network Uptime and 99.5% Server Uptime to our customers. Scheduled maintenance notice will be posted on our Support Centre or emailed to our customers prior.
Exabytes agrees to use its best endeavors to ensure a 99.9% Network Uptime and 99.5% Server Uptime to the customers. Downtime excludes scheduled maintenance window which the maintenance notice shall be posted on our Support Center or email to our clients before the schedule. Here are some common guarantees in the industry today and the actual amount of downtime per month involved.
Customer shall not receive any credits under this 99.9% Network Uptime and 99.5% Server Uptime Guarantee in connection with any failure or deficiency of Web Site Availability caused by or associated with:
In the event of Server Downtime or Network Downtime which is (i) due to problem within Exabytes Network and (ii) if the total Server Downtime or Network Downtime exceeds specific numbers of hours consecutively (as specified in Table 1 below) in a calendar month, customer may claim for an Outage Event Credit (OEC). Notwithstanding the foregoing, the maximum amount of OEC can be claimed shall not exceed 50% of the total Monthly Fee for the Service provided, and this is limited to once in a calendar month frequency.
The Customer shall be entitled to the following Outage Event Credit in the form of a credit against future bill of amounts payable by customer for the provision of the service:
Network Uptime | Server Uptime | Outage Event Credit (OEC) |
|---|---|---|
99.0% – 99.9% | 99.0% – 99.5% | 1 day charges for service |
98.0% – 98.9% | 98.0% – 98.9% | 2 days charges for service |
97.0% – 97.9% | 97.0% – 97.9% | 3 days charges for service |
96.0% – 96.9% | 96.0% – 96.9% | 4 days charges for service |
95.0% – 95.9% | 95.0% – 95.9% | 5 days charges for service |
94.0% – 94.9% | 94.0% – 94.9% | 6 days charges for service |
93.0% – 93.9% | 93.0% – 93.9% | 7 days charges for service |
92.0% – 92.9% | 92.0% – 92.9% | 8 days charges for service |
91.0% – 91.9% | 91.0% – 91.9% | 9 days charges for service |
90.0% – 90.9% | 90.0% – 90.9% | 10 days charges for service |
Below 90% | Below 90% | 15 days charges for service |
We have been involved in the hosting industry since year 2001 and have seen many of our competitors come and go. Many web hosting companies failed because they are not committed to taking great care of their customers. If a web host has nothing to lose when your site is down, then their commitment and speed in restoring your site may not be the best.
In reality, an uptime guarantee may only mean a small refund or account credit for you, but if your web host is refunding or crediting every client on their server due to not meeting the guaranteed uptime, this could mean significant losses for them. For example, we have a server with maximum of no more than 300 accounts at RM200/year each. If the server went down and it took us 48 hours to restore the service, that will means we only able to achieve 93.34% of uptime, which would translate to a loss of RM1152.00 for the month on that server alone. Obviously it is also in our best interest to get the troubled server up and running as fast as possible.
Total Days in a Month | 30 |
|---|---|
Total Hour of Downtime in Month | 48 |
Uptime % | 100% – (48 / (30 x 24)) = 100% – 6.66% = 93.34% |
Hosting Fee (Yearly) | RM200/year |
Hosting Fee (Daily) | RM200/365 = RM0.548 |
93.34% of uptime entitle you OEC credit of 7 days charges for service | RM0.548 x 7 = RM3.836 |
Issue OEC Credit for 300 clients | RM3.84 x 300 = RM1152.00 |
We are in the web hosting business, not the insurance business. Our Server and Network Uptime Guarantee are in no way to be interpreted as an insurance product. Since the maximum amount of credits that can be applied to any web hosting account is the actual amount paid by the customer per month, quarter or year then obviously it is not sufficient to “cover” any damages caused by any server or network outage. We recognize that web sites cost money to develop, maintain and ecommerce sites can experience loss of sales and income when an outage occurs. We do not however offer any compensation for these types of losses as stated in our Terms of Service. While we do perform daily backups on all servers, it is the customer’s responsibility to maintain their own site backups on their local computers at all times and if deemed necessary, obtain insurance products from reputable insurance providers to cover any loss of business or sales. Exabytes reserves the right to make any modifications, amendments, revisions or changes to this Server Uptime and Network Uptime Guarantee at any time. Customer will be notified prior to any changes or variation to Server Uptime and Network Uptime Guarantee.
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